CXSF 2019: Do You Understand Your Customers’ Reality?

Remember “the dress” — the photo that went viral a few years ago, reaching 840,000 views a minute? I mention it because Forrester defines customer experience (CX) as your customers’ perceptions of their interactions with your brand, and that photo drew widespread attention to the fact that perceptions can vary widely from one person to…

HP’s Transformation Was A Win For Customers, Culture, And Cost Savings

External market factors can make business success seem out of your control. But HP Inc. found that even in a difficult market, a well-established business can uncover opportunities for cost-saving efficiencies that also contribute to delighting the customer. Their approach was to create: Alignment on definitions of the customer and the customer’s experience. Governance that…

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